Service Desk Engineer

Service Desk Engineer
Do you enjoy helping users and solving problems in a structured, service-focused environment? Are you interested in building a career in technology support? Join NEAT and become part of a fast-growing Norwegian technology company redefining the meeting room experience.

We are looking for a first level Service Desk Engineer to join our support team. This role acts as the first point of contact for customers and internal users, ensuring incidents and service requests are logged, triaged, and resolved efficiently using approved knowledge resources and established processes. You will play a key role in delivering a high-quality support experience while ensuring incidents are handled in line with ITIL-based practices.

This is a remote position.

Key Responsibilities

Act as the first point of contact for customer and user enquiries

Log, categorise, and prioritise incidents and service requests accurately

Resolve standard incidents and requests using approved knowledge articles and runbooks

Perform initial troubleshooting of hardware, software, and connectivity issues

Escalate incidents according to defined criteria

Maintain clear communication and manage user expectations throughout the ticket lifecycle

Ensure tickets are updated correctly and closed with proper documentation

Contribute to knowledge base improvements and documentation updates

Follow ITIL Incident Management and Service Desk best practices

Required Skills and Experience

Strong problem-solving mindset with a structured approach to troubleshooting

Excellent written and verbal communication skills, with clear grammar and professional tone

Customer-focused attitude with professionalism and empathy

Ability to work in a fast-paced environment and manage multiple tickets within SLAs

Comfortable using ticketing and Service Management systems

Desired Skills and Experience
Basic understanding of networking concepts such as TCP/IP is desirable

Interest in technology and willingness to learn

German language skills would be an advantage, but are not required.

Education

Bachelor’s degree (or equivalent) in IT / Computer Science, Engineering, Science, Mathematics, or related discipline preferred

Recent graduates welcome